Portugal Orders Ryanair to Accept Paper Boarding Passes

Portuguese authorities have mandated that Ryanair must allow boarding for passengers using paper boarding passes, asserting that refusal would violate European Union air passenger rights. The directive follows Ryanair’s recent transition to a digital-only boarding pass policy, which requires passengers to check in online and utilize the Ryanair app for their digital pass. While the airline claims that nearly all travelers possess smartphones, it has stated that accommodations will be made for those without smartphones or special needs without any additional fees.

ANAC’s Clear Directive to Ryanair

According to Portugal’s National Civil Aviation Authority (ANAC), the airline risks contravening EU regulations regarding air passenger rights. Under these regulations, Ryanair is obligated to permit boarding for any passenger with a confirmed reservation who has completed the check-in process, even if they do not possess a digital pass. Although Ryanair has indicated that it will allow paper passes under certain conditions, the specifics of this policy remain uncertain.

ANAC further clarified that Ryanair cannot impose its standard boarding pass fee on passengers using paper passes. This aspect of the new policy has raised concerns, as it contradicts previous statements from the airline. ANAC has sought further clarification from Ryanair, concluding that the airline has pledged to uphold passenger rights. As stated by ANAC, “Ryanair intends to guarantee all passenger rights, including those of passengers with disabilities, reduced mobility, or who do not have a smartphone or tablet.”

Impact of the New Policy on Passengers

The digital-only boarding pass policy, which Ryanair implemented on November 12, 2023, has faced criticism for potentially alienating elderly passengers and those with accessibility issues. Although paper boarding passes are still an option for travelers lacking a digital pass, the critical change is that all passengers must check in online to avoid incurring an airport charge. Ryanair estimates that approximately 80% of its customers already use online check-in, leaving a notable 20% who may not.

In practice, passengers can still obtain a paper boarding pass at the airport, but they will be required to check in online, making it necessary to utilize a digital device at some stage. The time required to acquire a paper pass is uncertain, raising questions about potential delays during check-in and baggage drop.

Ryanair has confirmed that staff will be available to assist passengers who do not have a digital pass, while ANAC has committed to monitoring the situation closely.

Ryanair Reports Early Success with Digital Passes

Following the rollout of its digital boarding pass policy, Ryanair has reported promising results. On its first day, over 98% of passengers utilized a digital pass, with the remainder receiving complimentary paper passes at airport ticket desks. The airline successfully operated over 700 flights without delays or disruptions on that day, indicating a smooth transition to the new system.

Passenger feedback has been described as “universally positive,” with no reports of customers being denied boarding due to complications. While some travelers experienced issues with their phones, all had checked in online and were able to board without incident. Ryanair anticipates that the digital boarding passes will save the airline up to £40 million ($52.6 million) annually while enhancing the overall airport experience for its customers.

Although the digital approach proves efficient for most, it does heighten reliance on technology, which can be vulnerable to failures, including cyberattacks or system outages. As Ryanair navigates this transition, the airline’s commitment to accommodating all passengers remains a focal point in its operational strategy.